Blackberry will get Multiple new tickets being created?

[oscar]

hi all,


I use my blackberry sent an email to otrs, my otrs email is support@uvsms.com , I just sent once email to otrs ,but when I see the OTRS inside got 6 tickets which is I only sent once email to OTRS, each tickets also with different time and different ticket number. how come I use blackberry send to OTRS will auto duplicate the ticket and become created new tickets but I use Iphone will not this kind of happen ?

how to solve this problem ? why blackberry get duplicate tickets and iphone just normal get 1 tickets ?

thank you

[MichaelR]

Might be the cronjob is stuffed? I get that sometimes if I restart the cron quickly.

It's not in the code to duplicate tickets, so the cron must be calling the same function a few times.

[oscar]

no, I tested my friend blackberry phone to send email to OTRS, it's the same problem keep duplicate a lot email ? why , you can testing by using blackberry send an email to otrs

[renee]

Can you send a mail from your blackberry to "info@perl-magazin.de"...

[oscar]

I had send one email to you by using my blackberry , other than that, I tested again by using blackberry email to OTRS, it still the same keep duplicate ticket , if become like spam , every few minute will be received an email which is regrading the new tickets incoming

[oscar]

How to stop my spamming email ? from just now I use blackberry send once email to OTRS , now keep received new ticket , it is non stop, I cannot stop the cronjob , because in-case of my customer send email to me , so how to stop the spam email by what I tested just now? ? URGENT

[jojo]

The SQL error indicates that you use a non standard development which causes this error. (see the SQL error in the log). So fix this module!

If you need urgent help you should consider buying professional support

[oscar]

thank for reply



how to I fix this error ? I felt very annoying now because keep get spamming email



thank you

[jojo]

ask the person who wrote the additional module.

[oscar]

but how come I use iphone and other cell phone does not had this problem, just blackberry will got this kind of error ? isn't the blackberry RIM server side is pushing the email to otrs?

[renee]

@oscar: your ticket was created once! No duplicate ticket. So I assume that the customized module changes anything in the mail fetching modules...

[oscar]

Hi renee,


What you mean is the POP3.pm file code had been change that why got this kind of error ?


Thank you for your helping

[renee]

Yes, that is my educated guess...

[jojo]

As I don't now what the module is doing I can not tell. Also the blackberry server could be the issue

[oscar]

but weird is why other cell phone does not had this kind of problem , only blackberry got this problem, anyway , thank you , I will modify the code

[oscar]

Hi all,


I already restore back the pop3.pm file , but the duplicate incoming still non stop, from tuesday until now keep send duplicate email to OTRS, but I already block it the email, so it would not show in otrs , but in system log I can see the duplicate ticket become new ticket. how to I solve this problem ?




thank you

[jojo]

Have a look at the red error message in the log. This error prevents the deletion of the mail from the pop3 box. Delete it manually (e.g. via telnet on POP3 Port with POP3 commands) or fix the changes which were done and causing this error (THIS IS NOT AN OTRS STANDARD MODULE!)